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Customer Relationship Management - The Philosophy and the Technology
 Customer Relationship Management (or CRM) begins with a business philosophy that puts the customer at the center of the business in order to increase understanding of the customer's needs and behavior and then respond accordingly. The idea of CRM originally surfaced in the 1980's as a way to improve customer service, but the lack of technology available at the time made it difficult to put into practice. However as better software was developed over the next 30 years, the CRM philosophy evolved into a dynamic set of processes combined with technology that could be integrated into every aspect of one's business enhancing the way in which companies keep track of and relate to customers. This improvement then lends itself to better customer service ratings, higher retention levels and increased profitability.
More on CRM software and its benefits. |
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Webinars Galore!
Management (or CRM) begins with a busThe next few months are packed with various webinars that will cover topics that will help you improve your accounting software processes so you can spend more time focusing on your customers. We hope you enjoy all of these webinars an d find them useful. All of these webinars are posted on our website where you can learn more about each topic and reserve your space. As always, your feedback is encouraged and greatly valued.
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ERP Questions Finally Answered
Part 2
 In part 1 of this series we covered the real definition of Enterprise Resource Planning software, the benefits it provides and that it is here to stay. In part 2 we will cover the impact it can have on a business' performance and how it fits into the bigger picture.
How can ERP improve a company's business performance?
ERP's best hope for demonstrating value is as a sort of battering ram for improving the way your company takes a customer order and processes it into an invoice and revenue-otherwise known as the order fulfillment process. That is why ERP is often referred to as back-office software. It doesn't handle the up-front selling process rather, ERP takes a customer order and provides a software road map for automating the different steps along the path to fulfilling it. When a customer service representative enters a customer order into an ERP system, he has all the information necessary to complete the order (the customer's credit rating and order history from the finance module, the company's inventory levels from the warehouse module and the shipping dock's trucking schedule from the logistics module, for example).
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